Managing your Support at Home services
While you receive ongoing services through Support at Home, you may need to make changes to your care. It may be because your situation or needs have changed. You might also need a different provider or want to self-manage parts of your care.
This page looks at what you should expect from your care, and how to stay involved in decisions about any changes.
Changes to your needs and situation
If something in your life changes, there are steps you can take to ensure your care continues to meet your needs and goals.
What if my needs change or I need to add services?
Your care needs may change over time. While you and your provider should review your care plan every 12 months, you may need to do it sooner. If it’s needed, you can change your services to better suit you.
If you notice that your care needs change:
- Talk to your provider first and ask for a review of your care plan.
You may need a different combination of services to meet your changed needs. Your provider will work with you to review and change your care plan and individualised budget as needed. They will tell you if you need to be re-assessed to adjust your budget, or to access different services. - Call My Aged Care or talk to your provider about reassessment.
If your needs have changed, you may need a reassessment. Call My Aged Care on 1800 200 422. Your provider can also help you get re-assessed if needed.
What if I need to take a break?
You can take time off from your services. For example, you may need to:
- go into hospital
- receive transition care or residential respite
- do something social, like a short holiday
- stay with family and friends during an unexpected event.
If you’re going away, you should tell your provider. Tell them the dates you’ll be away so that your provider can plan your services accordingly.
If you go a long time without receiving a service, your provider might send you reminders. If you go 12 months without receiving services (counted from the last quarter you received a service), your funding will be withdrawn. If this happens, you will need to call My Aged Care to access Support at Home again.
Hospital leave
After a hospital stay, you may find that your care needs have changed. This may be temporary while you recover, or your needs may have changed permanently.
The Transition Care Programme provides short-term support after a hospital stay. Depending on your circumstances, you may be able to continue receiving your ongoing Support at Home services.
Community visitors
If you are feeling alone and don’t have regular contact with family or friends, or are feeling isolated from your culture or heritage, the Aged Care Volunteer Visitors Scheme (ACVVS) can help.
The ACVVS can organise volunteers to visit people receiving Support at Home. They have coordinators in each state and territory who will match you with a suitable regular visitor.
Read more about the ACVVS organisations in your area.
Moving from Support at Home to an aged care home
If you need more care and support than Support at Home can provide, you may need to move into an aged care home (residential care). It provides services for older people who can no longer live at home and need ongoing help with everyday tasks or health care. Talk to your provider about whether you need to be reassessed or call My Aged Care on 1800 200 422.
Read more about aged care homes.
Managing how your care is provided
You have choice and control over how your services are delivered.
What should I expect from my provider?
Your provider is responsible for ensuring you receive quality care and services. They are expected:
- To respect your rights
Your rights are protected, no matter what type of care you receive and where you receive it. Your rights are outlined in the Statement of Rights. - To provide you with, safe, quality, effective and person-centred care and services
We have strengthened Quality Standards to define what quality care looks like, supporting you to live your best life. Your provider must meet the standards and involve you in decision-making about your care needs. Read more about the Aged Care Quality Standards. - To provide services that meet your needs
Your provider should review your services every 12 months to make sure they continue to meet your needs. If your care needs change significantly, your provider should refer you to My Aged Care for another assessment.
Can I self-manage my care?
You can choose to lead and make key decisions about parts of your care, such as:
- the mix of services you need (from those you were approved to receive)
- how your budget is managed
- when and where you receive services.
In some cases, you may be able to choose your own workers. If you want to choose your own workers, you need to do so with your provider’s agreement. Workers must also meet specific requirements. This is to ensure those services are delivered safely and at an appropriate level of quality.
Providers must provide care management, no matter how much you choose to self-manage. Your care partner will still oversee, support, and provide care management so that your provider meets their obligations regarding your care.
How much you self-manage depends on your needs, preferences, and abilities. The details of your arrangement will also need to be documented in your care plan.
If you choose to self-mange your care, or want to know more about how it works, talk to your provider.
Can I change providers?
Sometimes you may need to change providers, such as if you need different services. But changing can also be a choice. You can do this at any time, and your current provider must support you in the move.
You will need to:
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Search for a new provider
Find a new provider before agreeing on an end date with your current one. This will limit issues like a gap in service delivery if you don’t have a new provider ready.You can find a new Support at Home provider by using the Find a provider tool. Or you can phone My Aged Care on 1800 200 422 and they will help you with your search. You should make sure they can provide the services you need within your budget, including short-term pathways.
Check your service agreement so you know about any conditions such as notice periods that may apply. You cannot be charged for leaving a provider.
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Tell your current provider and agree on an end date
Together you will decide on the date when services will stop. Telling your provider as early as possible will help your budget transfer to your new provider smoothly.The start date with your new provider must be on or after the end date you have agreed to with your old provider. It may be beneficial having the end date of your old services being the same day as your start date with your new provider. This will help avoid any disruptions to your services.
- Enter into a new service agreement
You’ll need to enter into a service agreement with your new provider. For more information on entering into agreements, read our Agreeing to services page.
What if I have a complaint?
If you’re concerned about the quality of the care you are receiving, you have the right to raise your concern or make a complaint. Doing this will not affect your support services. Discuss the issue with your provider first, as it may be something they can resolve.
Making a complaint can:
- fix a problem right away
- improve your care
- help other people with the same issue.
The Older Persons Advocacy Network (OPAN) offers free, independent aged care advocacy to support you to talk with your provider about your needs. Advocates can also help you understand your rights and explore your options. Learn more about the support OPAN can offer or call their Aged Care Advocacy Line on 1800 700 600.
If talking to your aged care provider doesn’t fix the issue, you can escalate the complaint to the Aged Care Quality and Safety Commission.
Find out more about raising complaints or concerns.